Communicating In Times of Transition?

Want change - take some time to listen

Change communication is a specific area of expertise for Communication professionals. While there are numerous training courses on the subject, I dare say that experts in this field are developed as professionals  go through periods of organizational change and express a willingness to also listen and act on the advise of those who never have.

Confused?

Change happens. So does crap. They trick is to try to make sure when your company goes through organizational change, it is not a period of lots of organizational CRAP! Simple way to do this is to have those who experienced changes before, sit and talk with those who never have. Listening and sharing concerns, and views before the “change campaign” evolves.

Far too often, companies develop the strategies that will drive their organizations through periods of uncertainty/ new management/ new products etc without ever taking significant time to listen to the concerns of the actual employees that will actually work in to move the company forward.

Think of it this way. A car’s engine can be top notch. If you keep focusing on the engine and ignore the tires, at some point the car just won’t be able to move.

My suggestion for an equation to help with communication in times of transition?

30% listening to staff + 30% listening to external stakeholders  + 20% planning +15% execution +5% measurement

I’m not a math person, but that equation can be a great step in helping your organization move through periods of transition. Once communication is two way, open and honest, most companies can survive even  the most challenging of periods!

My mother used to say – listen twice as much as you speak and you’ll notice people will likely consider you more intelligent.

Denise’s loud mouth, opinionated daughter…over and out!

Does Anyone Read Anymore?

Are advances in communication taking us back to caveman days?

The library, encyclopedia and physical dictionaries are headed the way of the dinosaur. Around the world newspapers are folding and robbing a generation of the experience of dirty fingertips as a result of a good Sunday morning read of the week past’s news. The Kindle and Ipad out sold most book store chains this past holiday season. So, I ask – does anyone read anymore?

Possibly the answer is in the incessantly repeated questions of a generation with an apathetic approach to information seeking. While generation X were information seekers – thrilled to save a trip to the library when they could  find a plethora of information awaited at the end of an ear piercingly noisy dial up connection, in contrast Generation Y is just not enthusiastic about reading to access the very knowledge they seek.

Doubt my apparent old aged view of the upcoming generation? Find proof in the very existence of SEO – Search Engine Optimization which is, among other things,  the “science” of “wordsmithing” a website to ensure that summaries and key words can attract the “modern web user”.  There is even a course on writing for the web! Translation – information short hand for dummies.

Now, don’t be aghast.  I am not insulting solely those under 25. No no. My question as to whether anyone reads anymore is also candidly aimed at my contemporaries who will spend hours on social media posting questions but are too lazy to ready the responses!

We have been nurtured to seek information in “bite sized” pieces. In fact, my very own definition of information served up on Web 2.0 (the modern internet) is similar to that of Burger King’s famous slogan – Have It Your Way! Get the information when you want its, how you want it and in any form you desire.

Enter YouTube – the internet’s answer to reading! I have learned to use my new camera with YouTube. A friend learned to drive a stick shift! And many of my students learn what good and bad social media usage looks like with YouTube… text is so – passe!

As communication evolves, it seems to be taking a step back. Cave men told stories and used hieroglyphics. Today’s earth dwellers supplement language with abbreviations, acronyms and share their life stories by punctuating same with emoticons.

Quite possibly the rationale of the modern communicator’s obsession with not putting so much emphasis on reading would be “We all liked the pictures in bed time stories growing up so…Y NOT? Cavemen and modern men unite! Pictures forever. Down with words!”

xoxo

Unrealistic expectations

We're Always Connected - But do we Have to Be?

How much is too much? When it comes to communication can you over communicate?

In a world now dominated by Facebook, PING, Facetime and Blackberry Messenger addicted digital natives and digital immigrants, communication expectations are arguably at their highest ever. Certainly today’s mobile phone slinging, 3g IPAD connected and WI FI addicted young adult could certainly not fathom 1985…days when an unanswered land line phone call meant a person was just not accessible…until they felt like calling you back! In the early 1990s with the advent of the answering machine you could leave a message but still…the receiver of said message could choose to call you back. There was no way to get a message to a person once they were away from a device hardwired to a location.

How times have changed.

Voicemail – accessible virtually anyway, is now passe! Email is dying. Instant messaging and text messaging now dominate communication. On a planet that once only had ways to communicate in person and eye contact was highly desirable to show the veracity of a message – the human race has evolved to a point where it is not only possible but very acceptable to communicate with other human beings in the same room as yourself without ever looking at them – all via the qwrty interface (or phone keyboard in the case of non-”smart phones”.

But woe to the person who does not respond to said communication! Failure to respond almost immediately to a BlackBerry Message or worse – missed called  - is enough to get me warm under the collar – and I am (gasp) a digital immigrant! While I don’t do it, I have had someone actually post “are you ok” on my Facebook wall after 3 calls, 2 blackberry messages, a text to my backup phone and an email – all placed within 15 minutes went unanswered! What was the urgent reason for said communication? “Girl did you see ___ has a sale?” Now, was an instant response to same a realistic expectation?

Then again, I’ve been guilty too! Failure to communicate at least once a day can and will lead to some feeling of concern/disgruntlement on my part if you are in my inner circle. Ahh boy. Guess I am unrealistic too.

But what about today’s 3D dominated, tablet emergent world is realistic anyway? If it can’t live on the internet, it really need not exist or be communicated right? Wrong! *closes Macbook. Walks away with plan to hug her family immediately after reading the 5 bb messages received while typing this post*

A Love Letter to Facebook

Dear Facebook,

Our eyes first met 3 odd years ago following a brief introduction from a friend. Like most blind dates, I had heard a bit about you before I agreed to meet you. I was admittedly skeptical – you were described to have an odd outlook on life, a quirky personality, to be an addictive emailer and to have been involved with a number of friends and acquaintences but, I figured, if SO MANY liked you, why not give you a shot.

It was “like” from the first click.

We had so much in common – friends, photos and hell, you were even game to try my nerdy old pass time habit – Scrabble. You enticed me by revealing something new about yourself every day. I love the fact we have so many friends in common – in fact, my relationship with you has restored my relationships with long lost friends and indeed made those who live down the street or accross the world a more integral and educating part of my life. Our relationship has created a whole new tier of friendship and helped many an acquaintance become a virtual friend. For opening my eyes to the talents, “weirdities”, obsessions and good in so many people, I thank you.

We have done so much together Facebook! I mean, you introduced me to Barack. You allow me to chat with Kim and oh I love how you give me previews of my next fave celebrities, shoes and yes, Carnival Bands! We’ve gone to Christenings, Weddings, parties and even a few boring meetings together.  I LOVE the fact you are always with me. Always on the phone with me too – readily sharing non urgent chatter, pictures and videos without a complaint and even allowing me to readily explore my inner voyeur without judgement. In fact, you have encouraged me to help others do the same by facilitating my once unknown and possibly frowned upon desire to share videos and photos with the world! You seem to have eroded that negative view so many once had of apparent self praise! Amazingly, not only do I post achievements with your encouragement but now also applaud the works shared by hundreds of others who, possibly like me, prior to our introduction may have been without a judgemental channel to do so. Oh thank you Facebook – what a boost you have been to the self confidence of many with your readiness to solicit comments and feedback on just every little thing! What an incredible support you are!

Even on my crabbiest day, you make me smile with your status updates and bring greetings from friends far afield – especially when I am unwell or in need of cheer. Now THAT is a loving partner!

We’ve had our tough moments though – but then, what couples haven’t! On the days when you’ve been stubborn or sluggish in our relationship, I focus on your many positive traits and on the times you have been patient through my bouts of anger and irritation! I admit do bad talk you at times – but I am both flawed by being both human and a quick tongued trini!  As more time passes, I have come used to the fact that you won’t be perfect every day but I still love you with all your flaws! Through good times and bad, and through sickness and health, we forge forward in our relationship. We seem to have tenacity that many others would envy. You were no fling like Twitter or trendy date like my brief time with MySpace – you have taken the time to know me at both my most camera ready moments and those moments I wished the cameras would disappear. You love me for me.

Because of you I have fired my publicist – we control my PR together! Thank you for never ever sending me a bill for same. Your support of my professional endeavors can never be diminished – you are always ready to promote Hair It Is or to speak about my publications, book writing dreams and yes, my blog. Oh Facebook – you complete me!

I trust you with much – some say too much but our relationship is built on trust. We both know that breaches of same can harm our happiness so we tread carefully like all lovers do, hoping each day will bring more joy instead of reason for mistrust. You’ve been wrong about some stuff – like those lies about celebrity deaths and your insistence on supporting poor grammar and slang by the upcoming generation but, I will not pass judgement for you’ve never judged me – though you do have a strong censorship stance on pornography which is cool – some things should just not be for others to see – right? *wink wink*

Thank you for traveling the bumpy road of life with me – a wannabe gen Xer who cannot imagine a day without you. I thank the friends that support our relationship for forever tinging our lives with happiness. Most of all, I thank technology for not only bringing us together, but being the superglue in our relationship.

Here’s to you love! Fans, likes and Facebook friends forever!

dani

PS: FB – thanks for introducing me to my offline love as well! *wink wink*

Has Technology Taken Compassion from Bad News?

Bad News Does not get a Smiley Face

Bad news was always intrusive. On the plantations that once dominated our islands, death was announced by wailing. As time passed, when freedom reigned, the soft flickering lights of a candle/ flambeau lit street proclaimed death – a somber yet public signal that a left had ended allowed for a community to join in the mourning.

Then the phone was invented and bad news grew wings.

 

The Invention of Phones Give Bad News Wings

 

A phone ringing in the wee hours of the morning could inspire bone chilling fear in households of the 80s and 90s. Bad news seemed to thrive somewhere between 3-5am – the pre sunrise and post party hours that any noise from the phone at all was rarely good ….the hint of a wail from  a landline phone (then called “the phone”) would cause a shudder not only in your home but that of a neighbour too0 so silent were the nights back then.

These days, death and other bad news seems to thrive at any hour – traveling instantly by the communication technology that is indelibly a part of our every moment. Death now not only steals life, it now steals the moments we first hear the news…capturing it forever on screens that far too often carry time and date stamps but more often  give death a permanent digital footprint.

This week, my country lost a great statesman – our first President and last Governor General – Sir Ellis Clarke. While those of my grandfather’s generation read it in the newspaper the day after it happened – I found out a mere 35 minutes after his being taken away by angels. Before his son could confirm the news to traditional media, no less than 12% of my Blackberry messenger contacts had already changed their status messages…R.I.P. Sir Ellis was the status of too many of my Facebook Friends to count…and then, way earlier than it used to, my phone (mobile) rang with the news. In the words of Eric Qualman - we no longer look for the news, the news finds us. I was found – by BBM, by Facebook and THEN by phone.

Honestly, 6years ago I shocked relatives with an email proclaiming the need for those closest to my mother to gather should they hope to see her before her passing. I remember making a pre dawn phone call to inadequately share the news with a loved one who needed  the sun to rise and the info to be clarified by a third party to understand the reason for the call. Possibly a text would give rise to less need for clarification? Yes – but no.

The news of a sad passing found me by a broadcast Blackberry message yesterday. As I read it, just for a moment I longed for that now lost communal mourning inspired by the sumbolism of the lit flambeau or candle. I wish I had a compassionate voice to share the news or arms to embrace me as they once did when I was told of my mother’s passing. I imagine those moments are gone from the modern world. Messages shared by this mechanism may be akin to other once cherished communication gestures that are equally less frequent in today’s world the birthday greeting card , handwritten thank you note and unannounced visit by a good friend just to say hi.

Has technology led to the death of true emotional expression? Has the ability to text cheated the life out of genuine compassion? Has the short message system abbreviated the shared experience? Possibly this is evolution in the way we communicate which is inarguable reality of the passage time. At this moment though, as we look forward, I hope that as we consider sharing bad news in the future, we can just for a second remember that while emoticons can hug, dance, smile and beat hearts the one thing technology cannot do is diminish the value of human touch, the compassion a lilt of a voice can express or recognize and wipe away a tear.

Both the sender and receiver of a message are equally important when it comes to communication. Thus, modern communicators, be responsible. Choose your channel with care and don’t let technology be the death of caring communication.

Hugs (real ones…yeah – see how emotionless that seems?)

 

Things or People Remembered?

The first decade of this new millenium draws to a close at midnight tonight. Whatever your timezone, chances are you will look back not only on the year past, but, should be so fortunate as to be a part of the generations that witnessed all the change the last 10 years brought to this third rock from the sun, you will also likely look back on what can arguably be called the decade of communication change.

Sure, we could focus on the fact that 2000 found us lugging around computers that (gasp!) could barely fit into our laps (hail the rise of the 8 pound laptop in years past) OR we could possibly focus on the use of ICQ and MSN messenger as regular means for the “super cool” to communicate. Me? While I could focus on how long it has been since I felt the excitement the screetching sounds of a dial up connection attempting (and often failing) to connect me to the “information superhighway”, instead, today, la ultima dia de 2010, I prefer to focus on how technology has brought people – not things into my life.

Earlier in this decade that now draws to a close, with the ample assistance of an incredibly fast 1 week international mail delivery system by FedEx, I sent my mother (now deceased) her first personal computer (a Compaq with a screen that came in a box 100 times the size of my new Mac Book Air).  While she boasted to others that her “girl child” had purchased her such an extravagant gift (computers still are a fairly hefty investment, though no where near as expensive or rare as they used to be in the Caribbean), what brought me joy was the fact that daily we could MSN chat with each other. In fact, e-based communication (then limited to email and Messenger chatting), replaced our need for expensive phone conversations. The computer brought us closer together, even though in reality we still lived miles apart and were more than disparate in age.

Fast forward 6 months and she got her first personal “cell phone”. Well yes! My mom and I exchanged text messages. And while the phones looked different than they do today and we were (sadly) impressed by the monochromatic screens, what I remember was not the technology, but indeed the emotion a simple text message could endure. I still remember her first LOL! Hell, I remember the first time a suitor sent me a 143 BEEP! But, beepers were SO 1990s…we’re like…NOT going there!

Somewhere following my return to the Caribbean in 2004, I discovered the internet’s ability to build bridges and heal relationships where once before that would have seemed impossible. Friends and family explored long distance “relationships” aided by e-chat, video chat, text messages and abetted by fare alerts from travel sites. Somewhere in the later half of the decade gone by, I discovered how technology brought people together in ways that could not be facilitated even 5 years before. Group trip planning, video tours of European sites and yes…SKYPE – that programme that saved me from near tragedy following a stoled passport in Europe just under a year ago.

So, while we could laugh at how digital cameras went from rare to norm and computers/ cell phones became part of our self identities (Iphone or Berry? PC or Mac?), what is possible a better communication question is how many relationships in this new, digitally supported life, do we owe to technology? Indeed, as we look back tonight, glasses in hand and 12 grapes poised to be popped into anticipated lips, I urge you to celebrate, not the THINGS of the decade gone by – but the people this decade, grounded into techonology, brought into our lifes.

Here’s to people remembered! Cheers and Happy New Year!

Lessons from Broadway?

Can art inspire you to live or do we inspire art? Broadway inspired me last year. In fact, blessed to be the child of a lover of the arts, Broadway (and the Caribbean’s version of same) has always given my life…well theme music.

Last year, the green faced Elphaba in Tony Award winning “Wicked” performed Wicke’s signature performance that indeed was the theme for me this year:

“To those who’d ground me
Take a message back from me
Tell them how I am
Defying gravity
I’m flying high
Defying gravity
And soon I’ll match them in renown”

How many of us have accepted limits because “others said they are so”? Whether it is in our field, life or love, it is time for more to be willing  to do, as Elphaba did and learn to leap without looking.

So as this year ends, as communicators already have concretized plans for the next, make a plan to chart a new course. Defy gravity. Be an inspiration – you are a masterpiece waiting to be unveiled.

Hugs!

 

Multiple Facebook Profile Disorder

The digital world encourages many possible new disorders for today’s population. Already impatience is on the rise what with Crackberry syndrome (addiction to responding to Blackberry messages as they come in) and Facebook status overload (people who update their Facebook status at least twice as many times as they change their underway in a day) and various other “disorders” on the rise. Tonight, diagnosed as physically ill by a “real” (that is, real world, offline) doctor, I realize that I quite possibly suffer from another e-communication disorder….multiple Facebook Profile Disorder.

Indeed, I manage 4 Facebook pages, 2 profiles and my own Facebook identity. I have 3 blogs as well – each with their own unique audience and purpose. Then of course, there are the various sites I visit daily in addition to those requiring maintenance as part of my professional responsibility….every now and then, like on Sunday, I make a faux pas…I mix up the profiles/ tweets/ pages – you get the picture. I even occasionally have to make a conscious effort to put my mind into the right “frame of thought” for the “profile” I am managing….shouldn’t this indeed be listed as some sort of disorder?

Probably not…not yet! As Generation Z moves from middle to high school the plethora of social media channels and communication outlets at their disposal rises exponentially with their propensity to e-communicate. Soon, the notion of a single “style” of communicating will be as passe to their generation as Palm Pilots and rotary dial phones are to mine. Possibly then psychologists around the globe are pondering the very question I am…is their such a thing as Multiple “Facebook” Profile Disorder and, if so, will it require medication of some sort? For now, the only cure for same is the occasional “signing off” of the digital world – moving from virtual world to real world and yes, maybe even physically surfing instead of digitally doing so.

Disorder or not, the single channel approach to communicating is forever dead. Generation Z is defined by their multiple communication channels and varied styles. Come on Boomers, and Xers….its our time to adapt! Tweet, BBM and FB this blog – then weigh in and share an opinion.

HUGS!

Does Print Media Still Play a Role?

I have long been an avid believer that digital media would eventually consume traditional media. I believed wholeheartedly that already, as the digital native graduates from high school, generation X and the baby boomers are forever seeing the last days of the power of the print media and the fall of television to YouTube, Hulu and others. I have admonished advertising campaigns spouting the quotations of Social Media Guru Eric Qualman “Only 14% believe advertising”….”word of mouth is now world of mouth”….then reality struck. In the Caribbean, traditional media still plays a major role.

How did reality strike? Less than two months after some volunteer pr strategy work with YUMA to launch their Facebook page (well documented in the blog) led to international recognition of the entity and over 7,000 Facebook fans, a family owned business used a similar Facebook strategy + radio advertising + print media coverage. Surprise! Customers walking into the store CAME through the doors WITH the articles on the store in hand…more people told the store staff (I DON’T work there – I have a full time job that DID sanction my involvement in opening the business) they heard about the business on the radio than on Facebook! People opening their wallets were also GASP – more interested in hearing about future specials by text rather than email! It was an Oprah – esque AH HAH moment…or in more Caribbean terms it was an “Oh Gyad Oy” moment… Could it be the marketing teams who have tightly hugged the low internet penetration statistics in the Caribbean as the reason why they could never enter into anything more than a beach fling with social media….could it be these people, MBAs in hand and supported by research that goes against my gut instinct that the days of the power of press as we once know it be over….could all those folks that frown on my social media training session as frivilous….SIGH are they right? Are we in the Caribbean still hooked on print?

The answer – yes….and not really. Print media used to play the leading role in mechanisms by which the public could be accessed by Communicators/ advertisers….now…the role is important….but a new star has been born. Already, entities like the Guardian Media Group are opening embracing social media and, those with Caribbean roots can read the Advocate, Guardian, Express, Gleaner and others online AND leave comments, tweet and cite the stories on Facebok, Twitter and, for the savvy and adventurous (no examples yet)- Tumblr.

Am I saddened? Nope. I am heartened, should social media already be the star of Caribbean communication with such low penetration rates and use admittedly beyond the immediate means of those below the (as much as I hate stratification) lower middle class, it would mean we as a multiethnic and increasingly literate population are too easily swayed. Possibly our Caribbean need to balance the words of the web with the reality of a human edited and printed report shows that we believe news need come from a multiplicity of sources for, even in the first days of Caribbean produced and created media, it took us quite a few years to trust our own media houses enough to report news that occured just down the street from us. Those of my Grandfather’s generation remember feeling the pride of touching our first newspapers but still waiting anxiously for the paper from England to arrive, SAVING UP to but same as it was considered an indulgence AND THEN comparing the reports (if any) to confirm news reports. Possibly, we take longer to abandon traditions and possibly, our trust levels for accuracy are lower than those that live where corner houses were not the original news editors. I mean not to be disparaging in the least. As avaricious as my appetite is for social media, I too often verify Twitter feeds, Facebook messages about “news” by waiting to read/hear/see same from our official news media channels. For this, I must answer my own communication question today – does print media still play a role with a resounding yes…I will thus, though with a knowing smirk, bow to the Marketing professionals who has asked me to temper my statistically unsound passion for social media as “THE WAY” to get messages out and agree, if only for now, that social media must be balanced with traditional media for true effective Corporate Communication plans….As I sign off, I’ll reach for my morning sorrel  and  read the articles in the Trinidad Express, Guardian and Newsday by getting my moist fingertips dirty as they touch the print in what has become a family Sunday Ritual.

What are your views on social media vs. traditional media?

HUGS

Is FACEBOOK really that powerful? YES!

YUMA has 7300+Facebook Fans & is YET to deliver a product

Can you picture your day without social media? While some may STILL think social media is JUST fun and games, the Caribbean start up business is quickly realizing it is IMPOSSIBLE to brand a new company without a social media presence. While I have lectured on this subject, harassed friends and family to recognize this and written articles on same, my personal experience with 2 new businesses, Hair It Is and YUMA,  now makes me ready to kneel at the social media altar and ask to be forgiven for once underestimating its power. I once asked the question: Is Facebook powerful enough to build a brand before a product is delivered? The answer – ABSOLUTELY!

A few months ago I blogged about the power of social media as it related to new Trinidad and Tobago Carnival Band YUMA.  Since that time, an additional 3,000 people have joined the YUMA Facebook page and daily interactions continue to trend up. It would me remiss of me not to mention that I too miss the “YUMAS” when I can’t update the page daily. Many mornings coming up with the daily question helps me start my day and following the responses in the evening helps me end the day with a smile. Via Facebook, a FREE SERVICE, not only has a new brand been built - but an experience has been created. We call it YUMAvibes.

In essence YUMAvibes were engendered by a promise of something new. YUMA is a new Trinidad and Tobago Carnival Band designed for

YUMA has these VIBES all year round with Facebook!

 masqueraders who find the existing Carnival Experience to be “mundane” (this in itself may be considered a misnomer – Carnival is without question an energetic at times hedonistic street parade steeped in great times and seasoned with all you can eat and drink for the 2 days preceding ash Wednesday). By engaging those who were interested in “something different”, by utilizing social media to ask the 5 Ws and the H  (who what where when why and how) they could deliver on a new product, the brand was born. Daily interactions via Facebook (the Twitter Channel has been damn near abandoned – much more “vibes” on the Facebook page), occasional videos and lots of care/fun have built a following and helped the Carnival experience live on beyond costume collection and “playing mas”. 

 Did it all translate into sales? Um? YES! In a year when experienced Carnival bands are slowly moving costumes, “YUMAvibes” has led to the band being 99% sold out (in less than 3 months).

Hair It Is has an Educational Facebook Page that helped Drive Sales

My YUMArific (a word the YUMAs invented) experience, led me to utilize social media to assist newly formed business – Hair It Is - to position itself to be “the” go to location for premium hair and hair products in Western Trinidad. Expanding on the tactics I experimented with while developing  the YUMArific experience, an educational Facebook page was developed. Videos (youtube), photos and educational material were swiftly uploaded pre-the public launch of the Hair It Is Facebook page to ensure anyone visiting the page would learn something about hair (and the hair products sold at the store). Upon launch, through strategic “tagging” the page’s following grew exponentially. Hair It Is staff took the opportunity to anticipate customers questions and post answers before they were asked. They also listened to customers questions and aggressively sought to answer them. They became a resource BEFORE ever opening  their doors and when they did… Sales the 1st day with customers walking through the doors knowing EXACTLY what they wanted. They even attracted an online blogger who wrote a rave review about the store and its signature products – ENV Clip In Hair Extensions.

The challenge for both these brands is continued engagement. Facebook IS that powerful and it needs constant fuel to keep people interested. The fuel will be creativity. I’m up to that challenge – and it is a part time one for me!  So start ups, corporate entities and others – FACEBOOK is powerful enough to fuel your business and its power you have at your fingertips!